Senior Engineering Manager, AI Agents

Senior Engineering Manager, AI Agents 

The Company 

Join us in bringing joy to customer experience. Five9 is a leading provider of AI-enabled cloud contact center software.  We are a publicly traded US company, generating over a billion US dollars a year in revenues. In our last earnings call, we reported that AI is now 11% of our enterprise subscription revenues, making us one of the largest vendors of enterprise AI for customer experience. 

If AI is the hot technology right now, and AI Agents are the hottest area of that technology, and Customer Experience (CX) is the most important application of AI Agents, Five9 is sitting at the pinnacle of the most innovative area of technology we’ve seen in twenty years.  

The Mission 

Our vision is nothing less than to reimagine the experience of connection between end users and the brands which serve them. We are doing so by reimagining the contact center software stack using AI Agents. Our AI agents will offer self-service which delights and accomplishes tasks at super-human speeds, while also blending in live human agents for the many cases when a human touch is needed. Our AI agents will assist the live agents too, and help supervisors and managers get the most out of their mix of human and AI labor. Our AI Agents will analyze troves of conversations, extracting insights and data that provide actionable guidance on how brands can reduce costs while improving CX. We believe in the power of AI and humans combined.  

The Culture 

Living our values everyday results in our team-first culture and enables us to innovate, grow, and thrive while enjoying the journey together. We celebrate diversity and foster an inclusive environment, empowering our employees to be their authentic self.  

 The team  

This role sits within our AI Product Engineering team. This team is the fastest growing organization with Five9. It is responsible for the software development, operations ultimately success for our suite of AI products. These include our self-service solutions (voice bots, chat bots, and AI Agents), our agent assistance applications, and our analytics tools. The team is geographically dispersed around the world, with centers of excellence in US (distributed, though many in the San Francisco east bay area), Melbourne Australia, Porto, Portugal, and Chennai and Bengaluru in India.  
 
The team doesn’t build frontier models. Rather, it integrates such models – using the latest and greatest from vendors like OpenAI and Google - to provide end-to-end solutions focused on customer experience.  

 Job Description 

 The Senior Engineering Manager, AI Agents will lead the development and delivery of Five9’s AI Agent software platform, which provides customers with fully autonomous self-service agents for customer support, sales, and services use cases in the contact center. This is one of the hottest areas of application for AI Agent technology! 

 This role is responsible for building and managing a high-performing engineering team that develops scalable, reliable, and production-grade AI-powered systems used in real-time customer conversations. 

 You will be responsible for hiring and developing engineers, improving engineering processes, and enabling strong execution across the software development lifecycle. While this is a management role rather than an indiv